As competition rises, software companies that want to succeed are investing in good, efficient customer support teams. Companies today know the importance of skilled customer support representatives on board, and the industry is growing rapidly.
As demand rises for customer support representatives, so do the opportunities for growth. So let's take a look at the skills you need to cultivate if you want to succeed in this ever-developing field and build a successful customer support career:
1. Patience is a Virtue
If you're looking for a career focused on helping others, patience should be among your top qualities. You will be dealing with people; real people who are not always familiar with all the ways systems, software, or technology in general work. And if you really want to help them, you have to do it patiently.
But patience is not only valuable for when you're managing customers. It's also an important trait that managers look for when looking to bring new people on board. A customer support department works collectively, and you have to remember that your co-workers, peers, and managers may not work at the same pace as you.
You need to couple your patience with problem-solving ability. You're not just a therapist; after you've listened to the problem at hand, you need to come up with a solution for it! And you have to do it fast. Because as much as customers need someone to understand their situation, they need someone who can act on it even more.
2. Brush Up on Your Communication Skills
Your job as a customer service representative is to help people solve their problems in the best possible way. And by "the best possible way," we mean in the most effective and direct way.
Avoid jargon, specialized terminology, and words that only people involved in your industry would understand. Practice your explanation skills and come up with alternative definitions if one that you've already tried doesn't work that well.
Good communicators know what to say, when to say it, and how. It doesn't matter if you're talking to customers via mail, phone, or Skype. The rules you need to follow are exactly the same: Use simple language, speak clearly, and always keep away from mumbling if you're on the phone, and typos if you're chatting online.
3. Bring Empathy to the Table
Empathy in the workplace is key to success.
In this Internet era, seeing your customers face-to-face is not always an option, and, most of the time, you will be talking online. This is where you need empathy to help you figure out how you're going to address their problems and understand their issues.
As fast as possible.
No-one likes too much back and forth, so you need to be able to know right off the bat what their emotional state is and what solution they're looking for.
This isn't just vital for when you need to make things easier for them and provide top-notch support. It's also essential for when you want to create a personalized experience. This way, users won't feel like they're getting an automatic reply that sounds too cold and distant. (Or worse yet, receive a smiley-faced emoji from you asking "How can I help?" when they're fuming. Seriously - some CSRs really fail on the empathy front when it comes to an almost mocking usage of emojis.)
To develop your empathy skills, you need to read or listen carefully and assess tone and the customer's implicit need. Know their problem, their current mood, their personality, how much support is needed for their case, etc.
This will leave you with a happy customer and a successful career in customer support as well.
4. In-Depth Product knowledge
Of course, customer support reps must know how exactly the product they represent operates. Training on product updates, tests, and frequently engaging with the product are all essential.
In addition to staying up-to-date on bugs and fixes, you should also know how your product can help each one of your customers achieve what they want, and tailor that explanation based on their needs, business, and use case. This means you need to have seriously in-depth product knowledge.
In fact, a 2015 study by the Consumer Reports National Research Center, suggested that 70% of people "are highly annoyed when they are transferred to a representative who can't help or is wrong." (We've all been there, right?)
But imagine how good customers feel when they're transferred to a rep that gets it right!
5. Willingness to Learn
You don't know everything. Face that. But you can learn more, and you have to want to learn all the time.
Read this, highlight it, say it out loud, make it your mantra: Investing in your skills will make you a more valuable asset not only for your company but also for any team you might want to join in the future.
Companies today offer more and more training opportunities to their employees because of all the benefits employee training comes with. Get to know more about the product, but also about how to become a more effective professional in your niche. It's not that your employer doesn't believe in your skills. They just want you to become even better.
Take SurveyMonkey, for example. In a recent interview for TalentLMS's e-book on how software companies can achieve outstanding customer support, Dan Henig, Vice President, Customer Operations at SurveyMonkey, says that training and onboarding are everlasting.
SurveyMonkey never stops training their customer support team, and they don't limit their trainings to cut and dry Customer Support related topics: for example, they do emotional intelligence trainings and review how to leverage it during tough customer interactions.
Sounds fascinating, right? That's the spirit!
Maybe you were already work in Customer Support, or perhaps you're considering a transition. Either way, if you focus on these five skills, you'll be sure to succeed in your career as a customer support representative.
Honestly, all you have to keep in mind is this: Remember what the people you'll be helping need. Not just robotic support. Definitely not just tutorials. They want a real person who understands and provides solutions. They need you!
💎 Are CallRail's engineering teams the right fit for you? Watch the video to the end to find out!
📼 Engineering teams at CallRail encourage collaboration, communication, and empathy. Ayana Reddick, Senior Software Engineer at CallRail, shares what they are looking for in candidates and tells you why you’ll thrive there.
📼Engineering teams want candidates who have a growth mindset, love to learn, and are really good at communication. They also value team members who are excited about solving problems and working collaboratively. If you think you have what it takes, don't hesitate to apply.
📼At CallRail, engineering teams use Ruby on Rails for their backend, Angular on their frontend, and PostgreSQL for persistent data. They also use Jira for creating and tracking tickets, GitHub for their version control, and AWS for many cloud tools. Get familiar with these resources if you want to join them!
Engineering Teams And Diversity - Company’s Culture
CallRail seeks to hire from underrepresented groups. They pride themselves in selecting from a pool of very diverse candidates. They value the work that people do over their resumes. They encourage people to take their authentic selves to work. And they strive to create a supportive and welcoming environment. For this, they have Employee Resource Groups, that give voice to, provide safe spaces for, and educate the company at large. Some of their ERGs include the Rainbow Coalition, Black and Brown, Women Circle, and more.
🧑💼 Are you interested in joining CallRail? They have open positions! To learn more, click here.
Get to Know Ayana Reddick
If you are interested in a career at CallRail, you can connect with Ayana on LinkedIn. Don’t forget to mention this video!
More About CallRail
CallRail is here to bring complete visibility to the marketers who rely on quality inbound leads to measure success. Their customers live in a results-driven world, and giving them a clear view of their digital marketing efforts is the priority for CallRail. They see the opportunities in surfacing and connecting data from calls, forms, and beyond—helping their customers get to better outcomes.
We all have our favorite websites– the ones we frequent, bookmark, and recommend to others. You might even enjoy some website features so much that you’ve found yourself wondering why they aren’t more popular. Or maybe you’ve experienced times where you were frustrated with a website and wished you could add features or even design your own!
If you’ve ever found yourself intrigued at the prospect of designing and developing your own websites, then a career as a web developer might be just for you!
As a web developer you would be responsible for coding, designing, optimizing, and maintaining websites. Today, there are over 1.7 billion websites in the world and, in turn, the demand for web developers is on the rise. In order to figure out what kind of web development work best suits you let’s start with an introduction to the three main roles in web development that you can choose from.
The Three Types of Web Development Jobs
Front-End Web Development: The Creative Side
In addition to programming skills, front-end developers need to be detail oriented, creative, willing to keep up with the latest trends in web development, cyber security conscious, and geared toward user-friendly designs. The median salary for a front-end developer can reach well into the $90,000 to $100,000 range.
Back-End Web Development: The Logical Counterpart
While a house can be beautifully decorated, it’s incomplete without a solid foundation and efficient infrastructure. Similarly, a well-designed website depends on logical and functional code to power the features of that website. Back-end web development is code-heavy and focused on the specifics of how a website works. If you enjoy the analytical challenge of creating the behind-the-scenes code that powers a website, then back-end development is for you.
Full-Stack Web Development: A Little Bit of Everything
A full-stack developer is essentially the Jack (or Jill)-of-all-trades in web development. Full-stack developers need to be knowledgeable about both front-end and back-end roles. This does not necessarily imply that you would need to be an expert in both roles, but you should fully understand the different applications and synergies they each imply. In order to work in this position, you will need to know the programming languages used by front-end and back-end developers. In addition to these languages, full-stack developers also specialize in databases, storage, HTTP, REST, and web architecture.
Full-stack developers are often required to act as liaisons between front-end and back-end developers. Full-stack developers need to be both problem solvers and great communicators. The end goal for a full-stack developer is to ensure that the user’s experience is seamless, both on the front-end and on the back-end. In return, you can expect to earn a median salary of $100,000 – $115,000 a year for this role.
Taking the Next Step
Web development is both in-demand and lucrative! All three roles described above contribute to specific aspects of web development and the scope of each one can be customized to the industries and positions you feel best suit you. Regardless of which role you choose, all of them need a foundation in programming.
To gain the programming skills needed in each role, you can enroll in courses or learn independently. Coding bootcamps are a great way to boost your skillset quickly and efficiently.
Click here for some of our highly rated programming bootcamp options! Make sure to check out the discounts available to PowerToFly members.
“In my early twenties, I wasn’t the best at saving money. So, when I got the job at Nike and found out a financial coach was offered to me — for free! — I thought, ‘It’s time to be an adult. I should use this service to help me learn how to buy stock, tell me what I’m doing right with my money and where I can improve.’”
That’s Ashlee Bobb, Nike Media and Influencer Relations Manager, on the free, unlimited access to financial coaching offered to every U.S. Nike employee through EY Navigate™. EY coaches are trained on Nike’s benefits and programs, so Ashlee was able to work with her coach on a budget and savings plan utilizing Nike’s 401k match and Employee Stock Purchase Plan – all in one 45-minute session. She left the meeting feeling confident about what her next paycheck would look like and how her money would work for her.
“The EY coaches are really willing to come on the journey with you,” Bobb says, adding that hers was willing to work with the fact that, hey, she’s not going to give up take out, but still wants to save for the future. “The cool thing is I can see how this financial guidance could help me down the road when I decide to get married, buy a house, have a kid. Every Nike employee should take advantage.”Sound like the kind of company you want to be a part of? Check out our open roles on jobs.nike.com
Erika Morrison is a naturally passionate and encouraging leader. From leading her family in giving back to their community, to coaching adolescents in track and cheer, to managing her team at Light & Wonder during the pandemic, her experience is rich with lessons to share with up-and-coming leaders.
“I believe in motivation, positivity, inspiring, finding the good in everything, everybody,” she says. In addition to 30+ years in the tech field, Erika is a wife, a mother of two, an avid exercise lover, and has even been a small-business owner.
We sat down with Erika to hear about the experiences that have led her to her current role as a Software Engineering Manager at Light & Wonder, as well as three practical ways to lead with purpose.
Seeing Potential in Others
Erika has always been fascinated by the world of technology. Growing up, she loved cassette tapes, DVD players, phones, and whatever other gadgets she could get her hands on. When her dad brought home a PC Junior, it didn’t take long before she started programming on it. She designed her own trivia game, using what she learned in her middle school programming classes. “I was typing the questions in and programming the answers. I had a blast writing it and showing it to my family. I remember I wanted to show everyone what I made. That was my first real desire to get into programming.”
Erika followed that instinct into college where she majored in Business Administration and minored in Computer Science. The kickstart to her tech career came when she landed a computer operating job while still in school. She comments, “I was originally applying for a secretarial position at this company. But someone looked at my studies and experience and saw potential in me. I didn't think I was ready for that because I was still so young, I was still in school.”
Erika went on to work as a programmer analyst and software engineer for multiple major Casino based companies. During this time, she even started and ran a local event-planning business, which fine-tuned her skills in successful customer service.
Then, someone saw potential in Erika again. A former coworker reached out and offered her a leadership position with the company that would become Light & Wonder. Erika took on the role of Software Engineering Manager and says “it’s been opportunity after opportunity ever since.”
Managing Through the Pandemic
Erika believes that the best way to lead a team is to really get to know its members. “A lot of leading is knowing the people on your team,” she explains. “Know what each person needs — What may work for one person may not work for someone else. We have to take a little bit of who they are into consideration when attempting to motivate, to coach, to inspire because we're not all motivated by the same things.”
Prior to the pandemic, Erika and her team worked together in the office, which gave her the opportunity to do so. Once the pandemic hit, however, she had to pivot to incorporating virtual meetings to be able to generate that intimacy. She organizes bi-monthly check-ins with her team members where she intentionally asks for their individual preferences on communication and feedback.
“I have one-on-ones with each of my staff every two weeks. We go over the issues that they've had and then any questions or concerns or anything that they want to chat about. Sometimes it's business and sometimes it's personal. But, I feel like taking that extra time out just to have those conversations is extremely important.”
She also cohosts weekly remote Friday cocktail hours to cultivate her team’s relationships and check in on their mental health. “During the Friday cocktail hours, we would relax, ask some questions, or play some games. And it was nice to have that interaction again and connect with the team. It also allowed me to check in on everyone's mental health and make sure that if there was anything that we could do, we were here.”
Inspired to Encourage the Team
Erika is inspired by the example of her past and current mentors and their vision for her professional trajectory. She acknowledges that it was thanks to key people who saw her potential that she has been able to have these experiences. Erika’s own personal drive and passion for encouraging and uplifting others have led her to love her leadership position.
As a manager, Erika seeks the highest level of respect and excellence for her customers, while creating an encouraging work environment for her team. “I want to make sure that my team has everything that they need in order to succeed and get their jobs done the way they want to. I want them to have the level of success that they want.”
Erika ensures that her team members feel their significant contribution to the company and how they are serving with purpose. “We need to feel like we are part of something significant,” she says. “That’s my goal as a leader and for my team.”
3 Ways to Lead with Purpose:
Drawing from her experiences as a tech leader, business owner, coach, and community volunteer, she gives us three practical ways to lead with purpose in whatever context.
- Understand the “why”. “It’s extremely important to know the why of your company. Once you understand it from the company’s perspective, you can communicate it clearly to the team. And once you get that down, you’re able to help build a strong path for them to follow so that both “why’s” are in alignment. Knowing the why of your individual team members allows you to better manage, assist, and build a relationship with them.”
- Build consistency. “I think it’s very important that we are consistent and don't deviate from the why and the task at hand. Building consistency with others motivates and inspires people to give their best, even when we don’t feel like it. When dealing with a change or a huge transition, it’s extremely important to stick to the why’s, the steps we’re taking, and the right attitude."
- Remain positive. “You have to find positivity in everything because no matter what, it could always be worse. We can always find the negative things, but there are also always positive things. As a leader, I need to be empathetic, kind, and encouraging no matter what. It’s extremely important that I’m positive and involve my team members in the process.”